Leisure with civic responsibility | COVID-19

Leisure with civic responsibility   |  COVID-19

1. Who has access to Carmo’s?

Carmo´s will continue to give the exclusivity of its services only to guests.

2. How do we privilege your check-in?

We want you to continue to feel at Home …

We offer a VIP EXPRESS check-in service. A form will be sent by email asking you to fill in the indispensable identification and other data so that you do not have to waste time on your arrival. When at Carmo’s we just invite you to enjoy a flute of sparkling sangria or another treat … in the garden or in the lounge salon.

3. How do we privilege your check-out?

If you wish, we offer a VIP EXPRESS checkout.

After checking and validating your stay expenses at Carmo´s digitally, you can decide how you want to make your payment: in person, at the reception with your card, or you can give us consent for the your digital payment.

4. How do we privilege your stay at Carmo´s?

In a hygienic environment, regularly reinforced in terms of social areas and with a special focus on frequent contact points and rooms, the reinforcement of disinfection and natural ventilation actions, imposes that your check-out is always at the limit until 12 noon. We ask that, whenever you leave your room, please leave the windows open immediately.

Carmo´s gives a lot of value to the privacy of the guest and, out of respect for this principle, we inform you that turndown service (preparation of the room for the overnight stay) only takes place when requested. After the guest enters your room, no one else will bother you.

All rooms have individual air conditioning, with regulated filters.

Check at our Digital Concierge on your room’s TV all the Menus and Experiences that you can enjoy while at Carmo’s. See also the videos available about Carmo’s and the beautiful Portuguese region of Porto & Northern and our suggestions for experiences and visits not to be missed. 

In the area of the outdoor pool set in the garden, it is assured the distance between available beds and a reinforcement of proper hygiene.

5. How do we privilege our restaurant and bar service?

Our restaurant and bar service remains exclusive to guests.

Our lunch and dinner service requires advance reservation at a selected time, and its preparation is always done on the moment and for each guest. Our restaurant services are available in the Lounge, Book & Gin Bar Tent, at the Garden, Wine Atelier or at the Suite Tents (Group/ Families) with advance reservation.

A light room service is guaranteed in the rooms upon advance request. Our breakfast service is “a la carte”. There is a table with some products that will be suggested to you by our collaborator whenever you wish. Breakfast can be served in the room, although limited in its offer, requiring prior reservation the previous day until 23h.

All menus we offer daily may be found in digital form at your room TV. 

6. How do we privilege our SPA service?

We have two massage areas.

NATURA SPA – in an airy tent in the garden, in front of the lake, in the middle of Nature – is limited to a maximum of 2 people for each use, being its use subject to prior booking.

The DIVINE SPA, with limited access subject to advance reservation and with a maximum number of people. The treatment room at the Divine Spa will be used at the guest’s specific request. Access must be exclusively with the equipment provided in your room. The changing rooms cannot be used temporarily.

The treatment beds are protected with insulating film, with replacement after each treatment/ massage.

Given the need to reinforce the action of disinfection and cleaning of rooms and equipment after each treatment/ massage, we ask guests to comply with the appointment hours (considering it’s start and end time).

7. How do we privilege experiences?

Wine experiences at Wine Atelier and picnics require prior reservation.

All cultural experiences will be booked in advance and will need confirmation by the service provider. It is suggested that you book them before the date of arrival.

All materials and equipment will be disinfected before and after use, as well as the spaces in which the activities take place.

8. Which is the cleaning, disinfection, and protection policy?

Reinforcement of cleaning and disinfection measures, throughout the day, of materials and equipment existing in rooms and social areas, with a special focus on points of high contact. Use of disinfectant products with proven effectiveness in eliminating the virus. Your room will always be vacuumed with Hepa filters that filter Coronavirus particles and disinfected with appropriate products, using a washing machine with built-in disinfectant that will wash and vacuum carpets, curtains, and mattresses.

Your room key will always be disinfected and packed. TV and AC controllers will always be protected by exclusive insulating film during your stay. Constant and regular ventilation of all rooms and social areas.

Care enhanced handling and washing of textiles, namely sheets and towels.All our employees will be properly protected with individual protection equipment specific to each function. Hand disinfectant will be made available in the various social areas. Reduction in the number of employees per each area. 

All materials and equipment will be disinfected before and after use, as well as the spaces where the activities take place. Reinforcement of the HACCP Plan Measures (Analysis and Control of Critical Points).

9. Which is the payment/ cancellation policy in the current health situation?

Policies applied for each available program will be informed upon reservation request. 

10. Which is our support for suspected cases of COVID-19?

Carmo’s team will know how to help. Please note that if you suspect that you may be infected, you should not leave your room and you should immediately contact our team, who is able to support our guests in case of emergency or suspicion. We have direct contact and specialized support from the local health authority.

11. Suppliers and external services

Preference is given to suppliers with stamp “Clean & Safe”.

Safety procedures applied in the treatment and storage of the delivered goods.

All non-essential external services will be temporarily interrupted.

12. Events

Respecting the current situation and its evolution, tailor made measures will be applied in accordance with all the necessary measures.